Director, IT Customer Service & Support

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Brief Job Description:

The Director of the Health & Human Services Commission (HHSC) Information Technology (IT) Customer Service & Support is selected by and accountable to the HHSC Deputy Chief of Information Technology Operations (DCIO) of Infrastructure. This position performs advanced, senior-level managerial work providing direction and guidance in strategic operations and planning. Work involves establishing divisional strategic objectives, goals and plans; developing policies; reviewing guidelines, procedures, rules, and regulations; establishing priorities, standards, and measurement tools for determining progress in meeting goals; coordinating and evaluating the Division's activities; along with reviewing, approving, and managing budgets and contracts. The position is responsible for delivering prompt, responsive, efficient, and customer-oriented support services to 45,000 staff member including FTE and Contractors. Services within the scope of the Director's responsibility includes, but is not limited to:

•Leading multiple Service (Help) Desks

•Managing Desk Side Support across the state of TX

•IT Service Management

This position works under limited direction with extensive latitude for the exercise of initiative and independent judgment. 

Essential Job Functions (EJFs):

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Directs, manages and oversees the HHSC IT Customer Support Services Division by establishing and implementing short and long-term strategies to accomplish HHSC vision, goals and objectives to deliver IT Customer Service Department services to business partners within reasonable schedules, budgets, and quality objectives.

Advises HHSC executive management on IT Customer Support Services Division initiatives in support of business goals and objectives and oversees ongoing improvements and system enhancements within the IT Customer Service Department.

Interfaces with other HHSC departments to ensure the proper operation of the desk side computing environment; coordinate to provide support and ensure appropriate joint operations with other HHS agencies, managed services vendors, and service providers; work with program and divisional personnel, management, and IT points of contact to provide excellent customer service.

Collaborates with all Divisions within IT including the Chief Technology Office, Information Security Office, Application Development team, Admin & Finance teams, and the Project Management Office.

Selects, trains, develops and mentors direct reports to improve organizational effectiveness. Manages departmental budget and contracts in an efficient manner ensuring that all relevant policies and procedures are followed.

Formulates, monitors and reports on IT Customer Support Services Department service levels, metrics, staffing, and funding requirements for both state staff and vendors. 

Knowledge, Skills and Abilities (KSAs):

• Advanced knowledge of the goals and objectives of health and human services and information resources needed to support business areas/functions.
• Advanced knowledge of information technology customer service operations.
• Knowledge of ITIL (Information Technology Infrastructure Library) Service Management Processes.
• Knowledge of State of Texas procurement practices and DIR contracts.
• Demonstrated leadership and management skills required for a complex and sophisticated technical customer service workforce.
• Superior communication skills, both verbal and written.
• Superior mentoring and leadership skills
• Ability to direct and organize IT customer service activities.
• Ability to identify problems, evaluate alternatives, and implement effective solutions.

Registrations, Licensure Requirements or Certifications:

Certification in Information Technology Infrastructure Library (ITILv4) is required within 12 months of hire date. 

Initial Screening Criteria:

Bachelor’s or higher degree from an accredited college or university with a major in information technology, computer science, public administration, business administration preferred.

Minimum of 10 years’ experience leading IT teams. A minimum of four (4) years of the required experience must be in managing large IT customer service operations. 

Additional Information:

• Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.
• Selected candidates must be legally authorized to work in the U.S. without sponsorship.
• This is a hybrid position that requires at least three days in the office located in Austin, TX. 

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.